Fixed Ops Magazine - 2020 Vol17 03 - 50

Delivery flexibility

your dispatchers and drivers will allow your team to

Customers are busy too, and oftentimes they will need
to change something about a delivery even after they
have placed an order. In the parts industry, repair shops
are busy, their schedules change, and often you may

react quickly to changing demands - improving your
customer satisfaction dramatically.

Visibility

find a customer requesting a different part or wanting

Along with flexibility, customers want visibility of the

to return a part. Your ability to handle these requests

delivery process. They want to see when the driver left,

efficiently and satisfactorily directly affects your rela-

their updating ETA, and any delays or changes made

tionship with that customer. Approximately 25 percent

along the route. That way, they can plan the rest of their

of all canceled or returned orders were due to custom-

day accordingly. The importance of visibility is hard to

ers not having the ability to change
their orders after placing them.
So, how can technology play a role
in satisfying this customer need? Dispatch solutions with advanced capabilities can provide multiple options.
For example, with a modern solution
you can change a driver's route on
the fly to manage your customers'
needs in real time. Additionally, the
constant

50

communication

between

Your ability to handle

attribute to a bottom-line number.
However, in a study by Supply Chain

these requests

Quarterly, 47 percent of customers

efficiently and

from a business again due to poor or-

satisfactorily directly
affects your

said they have chosen not to order
der visibility.
Additionally, this visibility dramatically reduces the amount of time

relationship with

that your team is fielding calls from

that customer.

ery status. Approximately 62 percent

customers asking about their deliv-



Fixed Ops Magazine - 2020 Vol17 03

Table of Contents for the Digital Edition of Fixed Ops Magazine - 2020 Vol17 03

Fixed Ops Magazine - 2020 Vol17 03 - 1
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